Articles

SAP Support Services

support

Elsop Consulting Group has developed a support infrastructure for more than 10 years and counts today more than 20 active SLAs (Service Level Agreements) for SAP solutions in the Greek Market.

Elsop offers flexible SLAs packages for SAP Solutions that suit your organization needs based on working hours, type of support, level of support and escalation paths. Those packages combine fixed price support contract for predetermined activities (such as basis preventive support, backups, support package installations, updates) or for continuous end user support as well as hour based (time & material) consulting for bug fixing, new customizing or development etc.

You can contact our sales department to build a support model fitting your special needs at .

Ways of Support

Elsop offers SLA agreement for SAP Solutions covering 1st, 2nd and 3rd level support by offering:

 Phone Support

phone support

Consultants provide guidance to end Users via phone. This support line is available from 08:00 to 19:00 /  5 days per week and can be extended in special cases (e.g. Retail Store support).

 Remote Support

online support

Consultants access your system remotely providing online and immediate solutions to incidents.

On Site Support 

on site support

In case of emergency or in new requirements of business our consultants visit your premises in order to discuss the issues face to face with the stakeholders. 

 

 

Priorities and escalation management

Priority:  Critical High Severe Normal
Response Time: Less than 1 hour Less than 2 Hours Within day
Working Hours:  7/7, 24/24 5 days 07:00 - 21:00 5 days, 09:00 - 17:00

 

Incident Management

There is a lifecycle relationship among incidents, problems and errors: incidents are often the indicators of problems; problems lead to the identification of the root cause of the underlying error; errors are then systematically eliminated.

Incident Management Incident management (IM) refers to activities undertaken to restore normal service operation as quickly as possible while minimizing adverse impact on business operations. IM is a reactive, short-term focus on restoring service. IM activities include:

  • Incident detection and recording
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Closure

Problem Management Problem management (PM) refers to activities undertaken to minimize the adverse impact on the business of problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. PM gets to the root cause of problems, identifies workarounds or permanent fixes and eliminates errors. PM activities include:

  • Problem control
  • Error control
  • Proactive problem prevention

Problem Control The purpose of problem control is to find the root cause of a problem by executing the following steps:

  • Identifying and recording of the problem
  • Classifying the problem and prioritizing response activities
  • Investigating and diagnosing root causes

Error Control Error control activities ensure that problems are fixed by executing the following steps:

  • Identifying and recording known errors
  • Assessing permanent fixes and prioritization
  • Resolution recording of temporary workarounds into service support tools
  • Closure of known errors by implementing permanent fixes
  • Monitoring known errors to determine if a change in priority is warranted

Problem Review The purpose of a problem review is to improve IM and PM processes. This is accomplished by performing a post-mortem examination of the quality of the IM and PM response activities associated with a major incident or problem. 

Customers: